Customer Service Representative Lead

3 weeks ago

Manassas Park, Virginia, United States Storage Strategies Inc Full time
Job Summary

Storage Strategies Inc is seeking a highly skilled Customer Service Representative Lead to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service to internal and external clients, ensuring that all users have the necessary technology to support company goals.

Key Responsibilities
  • Provide superior customer service to internal and external clients by maintaining local and remote computer systems.
  • Act as a primary point of contact for incoming Helpdesk phone calls and emails.
  • Open and update Support Requests based on phone calls and emails.
  • Triage Support Requests to determine priorities based on severity of issue, effect on user/company, and other influencing factors.
  • Configure and deploy workstations and laptops.
  • Provide client locations with onsite support as necessary.
  • Create and maintain accurate documentation to ensure correct procedures and licensing are followed.
  • Create and remove new user and computer accounts within and outside of domain environments.
  • Support various customer software and hardware as needed, including working with third-party service providers to expedite customer solutions.
  • Regularly perform scheduled maintenance on desktops, laptops, and servers.
  • Scan and maintain machines for security purposes.
  • Provide technical assistance for common application and hardware issues.
  • Research best practices for applications.
  • Maintain confidential information as needed.
  • Assist the Advanced Services teams with deployments, installations, rollouts, and maintenance.
  • Escalate issues to Advanced Services and the Management team as appropriate.
  • Provide basic Video Tele-Conference (VTC) support to systems on NIPR/SIPR networks, including Initiate and Terminate VTC's, and Provide basic troubleshooting of application and connectivity.
Requirements
  • Education: DoD8570 IAT Level II (eg: Sec+)
  • Clearance: Secret
  • 5+ years' experience in Technical Support or equivalent experience.
  • Excellent team skills, must be thorough, must have excellent communications skills, written and verbal
  • Demonstrate initiative and be results oriented with flexibility and tenacity
  • Demonstrate the ability to continuously adjust priorities to reflect changing circumstances
  • Ability to work in a dynamic cross-organizational team environment
  • Strong dedication to provide quality customer service
  • Effective problem-solving skills and inherent decision-making ability
  • Strong analytical skills including the ability to quickly identify the cause of issues with the system or determine if other teams need to be included in resolving an issue
  • Ability to manage own projects including communications to customers as well as work as part of a larger team managed by a project manager
  • Required to stand, walk and sit; communicate verbally both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.
  • Physical demands associated with this position may include extensive walking (including stairs) throughout offices and between buildings. May require use of personal or Government vehicle to drive to local and/or remote office locations.

Storage Strategies Inc is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Storage Strategies Inc is a HUBZone small business that provides professional services including systems engineering, information systems integration, and technology management services. We offer a generous array of benefits including: Employee Medical, Vision, Dental, and Prescription Drug Insurance Plans, 60% paid premium for dependents. We provide Life Insurance, Long Term Disability, and Short-Term Disability benefits at no cost. We also provide Military Leave benefits, a 401(k) Retirement Plan, education assistance, Personal Technology Refresh and Employee Referral bonuses. Positions subject to Service Contract Act (SCA) have benefits provided as required by law.

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